Service Update: Click & Collect & Home Delivery

Returns - FAQs

COVID-19 Refunds & Returns Policy

At Screwfix, the safety of our colleagues and customers is our number one priority. Our safe, contactless Click and Collect service allows our customers to continue to access the products they require in line with Government advice.

To protect our colleagues and customers, we are currently unable to offer refunds in store. Whilst we are unable to offer this service, we have extended our Money Back Guarantee for any purchases made after 1st March 2020. Please hold on to your goods and retain your receipt until our stores are open and trading as they were before the 23rd March, when we will happily refund your purchase.

In the unlikely event that your goods are faulty*, first, please check the manufacturer’s warranty for details about repair and replacement. If your product was delivered directly by the manufacturer, please see our Approved Supplier FAQs for further detail.

If you still need to return a product to Screwfix for replacement, please check that your local store has stock of the product before travelling. Our website shows the most up to date stock levels at each store, so please avoid unnecessary travel to your store by checking stock levels and the opening times. On arrival please respect the social distancing measures in place to protect you and our colleagues.

If you have placed an order, not received your goods and want to cancel your order, please contact us via our contact form.

For any further information please contact us via our contact form here.

We are doing all we can to help keep you supplied and safe, meanwhile thank you for your patience and understanding.

*Your statutory rights are not affected

Money Back Guarantee

We would normally exchange or refund items within 30 days of purchase if they are unused and in a saleable condition, complete with the original packaging and any promotional items associated to the purchase.

To protect our colleagues and customers we are asking customers to not return any unwanted items to our stores at this time. Whilst we are unable to offer refunds, we have extended our Money Back Guarantee for any purchases made after the 1st March 2020. Please retain your goods and receipts until we can offer this service, when we will exchange or refund any goods no longer required.

Please Note: Some items will be excluded; these are marked as such online.

  • What do I do if an item develops a fault after 30 days?

    Please check if the manufacturer offers a helpline, repair or warranty service or a collect and repair service. If there is no warranty or repair service, please Contact Us. We will either offer a repair or where this is not possible will replace the item with the same or an equivalent model.

  • I've installed my product, but a part is faulty/missing, can I exchange/receive just that part?

    Currently, we do not directly supply spare parts for all products that we sell. Therefore, if you have installed your products, discovered or encountered a fault and are not easily able to remove or return them, our standard returns procedure might not be the best solution for you. To discuss the options that might be available, please Contact Us. If you have bought a product for personal (and not business) use, and it turns out to be faulty, your statutory rights will not be affected and we will refund, repair or replace the product in line with the Consumer Rights Act 2015.

  • Can I return something even if it’s not faulty?

    You are able to return an item if it's not faulty, provided it is within 30 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from the 30-day unwanted return (including goods that are made to measure, cut or mixed to your requirements, and used macerators, toilets or water pumps). You cannot return unwanted boilers where the product box/packaging has been opened. For items over 1.5m in length or 30kg in weight, please Contact Us for further advice.

  • Can I return something to store even if I didn’t buy it at that particular store?

    Whether you bought the item in another Screwfix store or you ordered online or over the phone and had it delivered, you can take it back to any of our stores – this is the quickest way to process your return. Please provide the original order reference when returning the item.

  • I can’t return the item to a store easily, what should I do?

    If there is not a Screwfix store near you or you are unable to return a particular item to a store, you can return it from any post office.

    You will need to complete the Returns Form and print off a returns label. Please email at or call us on 1800 832 777 for a Returns Form and FreePost Label.

    Please note certain items cannot be returned via the post office, this includes items:

    Over 1.5m in length

    Over 30kg in weight

    Powered by lithium batteries

    Please Contact Us for further advice.

  • What should I do if I’ve already used or installed something which has developed a fault within 30 days of purchase?

    If an item becomes faulty within 30 days from the date of purchase, then you will be able to reject the goods and receive a full refund or a replacement.

    If it is possible to do so, please return items to a Screwfix store with all their components and include any promotional extras that came with them. Please remember to drain any fuel or oil from mechanical products before returning them. If you cannot return the item to a store, See above on how to return by post.

    If the items are installed and you are not able to remove and return them, please Contact Us to arrange an alternative solution.

  • What items are excluded from the 30 day ‘unwanted’ returns policy?

    Certain items are marked on the website as being excluded from the 30-day unwanted items return policy. This includes goods that are cut, mixed or made to your requirements, as well as used macerators, toilets and water pumps.

    We cannot accept the return of unwanted boilers where the product box/packaging has been opened.

  • I paid by PayPal on the website, how do I get a refund?

    The quickest and easiest way is to take the product into your nearest Screwfix store where the team will arrange a refund. Alternatively, we can also arrange an exchange or replacement product.

  • I've not received my refund yet, how long does this take?

    Refunds to card can take 3-5 working days. Refunds to PayPal can take 5-10 working days. If you have not received your refund within this time, please Contact Us.

  • My product is faulty but is still guaranteed by the manufacturer, what do I do?

    You will need to contact the manufacturer directly in the first instance for assistance. The guarantee information should have been provided with the product at the point of purchase. However, if you require assistance with locating the manufacturer or their contact details, Contact Us.

  • Do I need a cancellation form?

    By law we have to provide you with this Cancellation Form. However, you do not have to use it and you may find one of the above methods of cancellation/return more convenient.

Were we able to answer your question? If not please Contact Us.